Complaints Coordinator

Position Summary

Working with Customer Service, Sales, Product Development, and other department personnel, the Complaint Coordinator initiates complaint documentation and complaint investigations. The Complaint Coordinator also reviews complaint information for completeness and accuracy. The Complaint Coordinator helps facilitate analysis of returned devices, reviews Device History Records (DHR) and previous complaint records, performs trend analysis on data collected, and documents all results. The Complaint Coordinator must be an excellent communicator with good verbal and written communication skills and possess good interpersonal, analytic, and reasoning skills.

Essential Functions

• Initiates complaint handling and returned device evaluations by making entries into the complaint handling system and log
• Starts complaint investigations and documenting results
• Helps to facilitate returned device evaluations and complaint handling process working with Product Development, Sales, Customer Service, and other personnel as needed.
• Reviews device history records as part of complaint investigations.
• Evaluates repeat complaints and product evaluation results for negative trends.
• Safeguards accuracy and completeness of documentation and results, including complaint investigation conclusions
• Prepares letters to Globus Medical customers and partners to keep them informed about results as required
• Assists with product field corrective actions such as safety notices and recalls as assigned or required
• Ensures individual performance and business process performance meets established goals and objectives.
• Establishes, follows, and helps improve company procedures as needed to maintain compliance and meet business goals and objectives.
• Provides written and oral reports to supervisor or other management personnel to keep them informed of activities and results.
• Maintains a cooperative and motivational attitude with co-workers.
• Performs other tasks as requested by supervisor to meet business goals and objectives.
• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

Qualifications

• Bachelor’s degree or equivalent job experience
• Experience in a customer-oriented role or work in an office environment
• Strong work ethic, a positive attitude and professional demeanor
• Demonstrates high ethical standards